Senior Manager, Member Support at Hotel Engine | Powderkeg

Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management for businesses. We’re not a cumbersome travel management company, nor an online price aggregator. We’re a powerful network that brings hotels and businesses together. Our members save time, money and effort in managing their lodging programs, and our partners get access to loyal, high-value business travelers. It’s a true win-win. Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2022. We expect 2023 to be our best year yet.

Across our organization, we’re powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We’re also a lot of fun — one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years.

We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! Complacency doesn’t live here. We’re focused on finding the right people who are energized by our culture and bring diverse experiences and backgrounds that will help us unlock our full potential. Click here to view our DNA, and if you like what you see, please read on!

As the Senior Manager of Member Support , you will own the success and scaling of our Member Support team by ensuring we maintain and excel world class customer service. You will create a “customer obsessed” culture on the team in which together we thrive. This includes coaching and leading leaders, along with motivating the overall team to hit our various KPI’s and overall OKR’s.

Our company is quickly growing, and therefore we are looking for an individual who wants to continually elevate the overall productivity, skills and development of our teammates while highlighting and implementing opportunities for efficiency gains.

Here's what you'll do:

  • Lead, develop and grow a team of Member Experience Managers who oversee an expanding department of agents which operates 24/7, 365 days a year.

  • Own our member’s customer experience journey and deeply understand the positives and pitfalls that our members, our suppliers and our very own employees experience while using our product.

  • Be the visible leader of the Member Experience department within our organization by setting and articulating a vision, providing ongoing communication, and work cross functionally with other department heads

  • Manage projects to increase overall team efficiency and resolve existing technological errors

  • Analyze data to inform decision making and identify potential team opportunities by working with our operations analysts

  • Research and implement new methodologies, concepts and industry trends to ensure that Hotel Engine is on the leading edge of customer service

  • Continually iterate, improve and inform the Member Support team on adaptation of new companywide practices

  • Own all HR related tasks, including payroll management and scheduling needs.

Here's what we're looking for:

  • 5+ years of leadership or management experience in a customer experience role

  • 1-2+ years of leading “leaders” preferred

  • Excellent people leader utilizing relationship, coaching, and retention tools

  • Experience with Excel, Call Center Analytics, and (CRM) strongly preferred

  • Highly skilled in communicating and presenting information to all levels of the company, including executives.

  • Naturally inclined to a solution-based approach for issue resolution

  • You are a time management guru and can work through your day, week and month effectively.

  • Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team

  • Able to work quickly and efficiently while still being thorough

  • Excellent active listening skills

  • Experience working in the travel tech industry or a high growth tech environment is a plus!

Cash compensation:

  • The base salary range for this role is $95,000-$105,000/year. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.

Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.

As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:

  • Competitive base salaries
  • Annual performance bonuses
  • Stock options for all associates + performance-based stock options
  • Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance
  • 401(k) plan with a match program
  • Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
  • Paid parental leave and family medical leave
  • Hotel discounts through our exclusive platform
  • The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.
Job Summary
  • Job Title
    Senior Manager, Member Support
  • Company
    Hotel Engine
  • Location
  • Employment Type
    Full time
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